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I do vol. support at a NFP. I am effectively in charge of the other volunteer IT people and am responsible for all the IT equipment, polices, etc.
We have one user who makes my life interesting, say a executive who thinks they know what is best.
A year or so ago my group took over(after control was removed from us several years prior) all the AV equipment from our facilities people who effective ignored it. After I inventorue3d the AV stuff I discovered over $1,000 dollars of equipment missing or broken from Shure mics to speakers, cables, mic stands, etc. My favorite was someone had unplugged several wireless mic receivers from their power conditioner and connected them to a regular wall socked for some reason. A thunder storm rendered those useless. This does not include a missing $700 LCD projector.
Thankfully I have documentation detailing that all the AV stuff was 100% functional when we stopped supporting it several years prior. I have spent all my money for AV stuff replacing the basic equipment needed. Part of the reason was that our fac people repeated left this stuff lying around in areas accessible to anyone who walked in the door. well I solved that. All AV stuff not spoken for is now in a locked storage area. Well Mr. Exec type didn't like it. It was too hard to sigh it out, so Mr exec sent a email to my group and boss blaming ME for the problems. Thankfully I had the documentation to prove it and my boss told him to SUTFU.
Another issue we had was the nan damage wireless equipment was removed because we believed it to be using frequencies no longer available due to DTV. Mr Exec wnats them used anyway.
Ummm...No.
Oh, I should mention that we have one person who is a audio engineer of a living on our team. If we ahve any major issue we call them and they come down and take car of it. But for some reason I am suppose to pay for a company (who charged $250 for a tech to replace a broken XLR jack once) to come down to fix every little issue.
Now moving on to the the PC world....
We have clear polices in place regarding software updates and what not. Recently we had a critical security update released for our AV software. Of course we installed it. This apparently caused a pop up to appear on Mr. Exec's PC inform that restart was needed. This triggered a tirade out our poor support. Thus user was getting some error message for a while, did they tell us via any of the methods we have in place. NO. I have said over and over and over if you get some strange error, have some weird issue, whatever TELL US!!!!! Let us fix it right away instead of coming to me with 20 issues then whining that is is taking longer to fix it while i try to figure this mess out.
Also apparently my group should not support our Membership Management app.
Does it run on our systems, yes. Do we need to make sure we have it backed up, yep. You see my point. well since we don't enter the data, apparently we have no need to be involved. Hmmmm.
And our awful support has brought just 2 hours of down time for the network so far this year. Once due to someone unplugging a UPS even though their was empty outlet nearby. The second time was when we upgraded our core router and said used was not even in for most of the time the network was down that day.
We have one user who makes my life interesting, say a executive who thinks they know what is best.
A year or so ago my group took over(after control was removed from us several years prior) all the AV equipment from our facilities people who effective ignored it. After I inventorue3d the AV stuff I discovered over $1,000 dollars of equipment missing or broken from Shure mics to speakers, cables, mic stands, etc. My favorite was someone had unplugged several wireless mic receivers from their power conditioner and connected them to a regular wall socked for some reason. A thunder storm rendered those useless. This does not include a missing $700 LCD projector.
Thankfully I have documentation detailing that all the AV stuff was 100% functional when we stopped supporting it several years prior. I have spent all my money for AV stuff replacing the basic equipment needed. Part of the reason was that our fac people repeated left this stuff lying around in areas accessible to anyone who walked in the door. well I solved that. All AV stuff not spoken for is now in a locked storage area. Well Mr. Exec type didn't like it. It was too hard to sigh it out, so Mr exec sent a email to my group and boss blaming ME for the problems. Thankfully I had the documentation to prove it and my boss told him to SUTFU.
Another issue we had was the nan damage wireless equipment was removed because we believed it to be using frequencies no longer available due to DTV. Mr Exec wnats them used anyway.
Ummm...No.Oh, I should mention that we have one person who is a audio engineer of a living on our team. If we ahve any major issue we call them and they come down and take car of it. But for some reason I am suppose to pay for a company (who charged $250 for a tech to replace a broken XLR jack once) to come down to fix every little issue.
Now moving on to the the PC world....
We have clear polices in place regarding software updates and what not. Recently we had a critical security update released for our AV software. Of course we installed it. This apparently caused a pop up to appear on Mr. Exec's PC inform that restart was needed. This triggered a tirade out our poor support. Thus user was getting some error message for a while, did they tell us via any of the methods we have in place. NO. I have said over and over and over if you get some strange error, have some weird issue, whatever TELL US!!!!! Let us fix it right away instead of coming to me with 20 issues then whining that is is taking longer to fix it while i try to figure this mess out.
Also apparently my group should not support our Membership Management app.
Does it run on our systems, yes. Do we need to make sure we have it backed up, yep. You see my point. well since we don't enter the data, apparently we have no need to be involved. Hmmmm.And our awful support has brought just 2 hours of down time for the network so far this year. Once due to someone unplugging a UPS even though their was empty outlet nearby. The second time was when we upgraded our core router and said used was not even in for most of the time the network was down that day.
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